Abrar Hussain

Supervision and Leadership, Training and Development, Performance Management, Customer Escalations, Process Improvement, Reporting and Analysis, Team Collaboration, Maintaining Policies and Procedures, Motivation and Morale
Overall, customer success aims to foster long-term relationships with customers by helping them derive maximum value from the product or service, ultimately leading to custome

Prospected and generated qualified leads for a SaaS offering through outreach across phone, email, social, and networking. Qualified prospects, scheduled product demos, and maintained accurate CRM pipeline records.

Responding to patron inquiries and resolving issues via phone, electronic mail, or live chat. Providing product or service statistics to customers and addressing any questions or concerns they will have. Handling and resolving cases calmly and professionally. Escalating complex troubles to the precise department for additional research and resolution. Maintaining correct data of client interaction

Resolved customer inquiries via phone, email, and live chat, ensuring accurate case documentation and follow-up to closure. Handled complex issues via escalation and supported fraud handling and troubleshooting within SLA targets.

Managed customer inquiries through voice communication (3CX), email
(Outlook), and live chat (Intercom), ensuring timely and accurate responses.
● Assisted with product onboarding, troubleshooting, and escalations, maintaining
high levels of customer satisfaction.
● Collected customer feedback, driving continuous improvement initiatives in products and services.

Processed customer sales orders with accuracy and supported upselling of similar products. Created and escalated discrepancy cases to the appropriate teams to ensure customer satisfaction.

Supervised a customer service team for a healthcare project, leading training, performance management, and coaching. Improved customer experience through escalations handling, process improvement, and weekly reporting.

Conducted live call auditing and monitoring to evaluate quality and identify improvement opportunities. Prepared quality reports and ran coaching sessions to support continuous performance improvement.

Provided SaaS product support via email, live chat, and phone, troubleshooting and resolving customer issues. Managed escalations and supported onboarding for new users.

Provided customer and client service support for an alert communications campaign, supporting issue resolution and ongoing account assistance. Coordinated responses to meet service expectations for US customers.

Completed a BBA (Bachelor of Business Administration).

Business Administration